OTRS Administrator Training OTRS Help Desk and OTRS::ITSM

Transcription

1 Open Technology Real Services OTRS Administrator Training OTRS Help Desk and OTRS::ITSM Take advantage of everything OTRS has to offer! Our extensive training will make you an OTRS Help Desk and OTRS::ITSM professional in no time. Content Your OTRS administrator will be trained to install, backup and restore OTRS on UNIX / Linux platforms, such as SuSE Linux Enterprise Server (SLES), Red Hat Enterprise Linux (RHEL), Debian Linux, Gentoo Linux, Fedora Core, Open BSD, FreeBSD, or on MS Windows platforms, like ME, 2000 and Vista. This training is intended for new OTRS administrators to perform specific OTRS tasks, including: System configuration, user and authorization management, and customization. Administrators will receive in-depth training on the OTRS core system and will perform a complete OTRS installation and configuration as well as an individual administration of frontend modules. Trainings also provide basic tools for designing queue structures and authorization concepts and is completed by Service Asset & Configuration Management and Change Management with OTRS::ITSM. The training takes an extensive look at SysConfig and its approximately 1,000 options. The connection to mail systems and directory services is also implemented during practice. Additional areas covered include adjusting corporate design, packaging changes, and looking at the central configuration file Config.pm, ticket ACLs, and workflow automation. Prerequisites Good understanding of web-based software architectures Proficiency in Unix / Linux (i.e. LPIC1 or in Windows, e. g. Microsoft Certified Systems Administrator (MCSA)) Familiarity with standard web protocols (e.g. SMTP, POP3, HTTP, FTP) Basic knowledge of SQL Practical experience with directory services like MS Active Directory, OpenLDAP, Novell edirectory, etc. Experience in using editors (e. g. UltraEdit, VI, VIM) Ability to configure web and mail servers Good knowledge of Best Practice Standards of the IT Infrastructure Library (ITIL) Benefits Fast go-live for OTRS and Administrators Quick roll-out of business process requirements Draw on our experience from more than 1,000 implementation projects Booked as an in-house training, contents can be tailored to your individual needs 2014 OTRS Inc. 1

2 Training Day 1 9:15am - 9:30am 9:30am - 9:45am 9:45am - 12:00pm 1:00pm - 2:30pm 2:30pm - 4:30pm Introduction Definition of Personal Workshop Objectives OTRS Wording OTRS Agent and Customer Interface Frontend makeup Creating tickets Working with predefined answers and FAQ Involving other agents Ticket life-cycle... and more Building Queue Structures Authorization Concepts Groups Roles Permissions (create, move into, etc.) 2014 OTRS Inc. 2

3 Training Day 2 9:15am -10:30pm 10:30pm - 12:00pm 1:00pm - 4:30pm Installation of OTRS Installation of required software Installation of OTRS OTRS Administration Frontend Walkthrough Queue Administration Implementing the OTRS permission concept Response templates and automated responses...and more Configure OTRS using the SysConfig Interface Definition and using of Service Level calendars Using dynamic fields Connecting a SMTP server Best practice features Connecting a SMTP server...and more 2014 OTRS Inc. 3

4 Training Day 3 9:15am -12:00pm 1:00pm - 4:30pm OTRS Filesystem Hierarchy The OTRS directory guide - where to find what Scripts and tools File based Configuration using the Config.pm Interface How to connect different databases Using directory services as customer database Using SQL databases as customer database Using directory services for authentification of customers and agents Using Ticket ACLs for workflow design 2014 OTRS Inc. 4

5 Training Day 4 9:15am - 10:00am 10:00am - 12:00am 1:00pm - 4:30pm Overview of ITSM Specific Funcionalities Linking of objects Ticket types Services and SLAs Service view CI database Admin Frontend Installing required OTRS::ITSM modules General catalog of existing and of new classes Transformation of predefined service catalog and assigned SLAs Impact Criticality and priority matrix Creation of CI Classes Definition of diferrent data types (e.g. Select boxes, Text area, Input fields, User information, Data fields Iterger fields Creating an example class 2014 OTRS Inc. 5

6 Training Day 5 9:15am - 9:30am 9:30am - 10:30am 1:00pm - 1:30pm 1:30pm - 2:30pm 2:30pm - 4:30pm Wording in Change Management Module Overview of Change Management Frontend Installing required OTRS::ITSM modules Category, Impact, and Priority matrix General Catalog Change State Machine WorkOrder State Machine Permission Model of the Change Management Module Notification Management Types of preinstalled notifications Declaring your own notifications Building a Change Change WorkOrders Conditions 2014 OTRS Inc. 6

7 International Office Locations Regions North America OTRS Inc Stevens Creek Blvd. Cupertino, CA USA T: F: Europe OTRS AG Norsk-Data-Straße Bad Homburg Germany T: F: OTRS AG Bahnhofplatz 1a Straubing Germany OTRS B.V. Schipholweg XC Leiden The Netherlands T: F: Latin America OTRS S.A.de C.V. Av. Insurgentes Sur 1377 Piso 7 Col. Insurgentes Mixcoac Mexico City Mexico T: OTRS Lab, S.A. de C.V. Parque de Software, Módulo A1, Circuito Norte 100 Parque Industrial Zapotlan Ciudad Guzmán, Jalisco Mexico Asia Pacific OTRS Sdn. Bhd. A-32 Menara NU, 203 Jalan Tun Sambanthan, Kuala Lumpur, Malaysia T: F: OTRS Ltd. Rm 406, 4/F Boss Commercial Centre 28 Ferry Street, Jordon Kowloon Hong Kong T: Contact enjoy@otrs.com Website: OTRS Inc. 7